Temporary Remote Account Resolution Specialist

Position Summary

The Temporary Remote Account Resolution Specialist is responsible for performing account resolution activities on behalf of a government client. This role focuses on contacting individuals regarding outstanding obligations, reviewing account information, and assisting with repayment solutions in accordance with federal, state, and client regulations.

This is a temporary, fully remote contract position. All equipment required to perform job duties will be provided. Due to the nature of the government contract, strict compliance, background, and financial suitability standards apply.

Work Schedule:
Monday through Friday, 8:00 AM – 5:00 PM Eastern Standard Time (EST). Candidates must be available and working during these hours.

Essential Responsibilities

1. Account Resolution & Customer Communication (40%)

• Communicate with individuals regarding outstanding account balances via telephone and written correspondence.

• Achieve assigned performance goals (fee recovery, payment arrangements, liquidation, and related metrics as defined by the line of business).

• Make required outbound and inbound calls daily as determined by management.

• Review and update demographic and financial information during each contact.

• Negotiate appropriate and compliant repayment arrangements.

• Accurately document all communications in accordance with company and client standards.

• Refer accounts for additional administrative processes when applicable and in compliance with client requirements.

2. Account Research & Location Services (30%)

• Utilize approved tools and systems to locate individuals when contact information is outdated or incomplete.

• Communicate professionally with third parties to obtain location information while adhering to privacy regulations.

• Maintain productivity targets related to research and account location.

• Properly document accounts deemed unlocatable or exhausted.

3. Account Management & Compliance (20%)

• Manage assigned account inventory in accordance with client standards and applicable federal and state regulations.

• Maintain clear, concise, and accurate documentation of all activity.

• Work within all applicable laws and regulations governing account resolution activities, including consumer protection and privacy requirements.

• Adhere to company policies and government client compliance standards at all times.

4. Training & Continuous Development (5%)

• Complete all required onboarding and compliance training prior to system access.

• Maintain current knowledge of federal and state regulations governing account resolution activities.

• Complete annual cybersecurity, privacy, and safeguarding training as required under the government contract.

• Participate in scheduled training sessions and implement updates immediately into daily work.

5. Additional Duties (5%)

• Perform other duties as assigned by management.

• Maintain responsiveness to supervisory and client inquiries.

Work Environment & Remote Requirements

This is a fully remote position. All equipment will be provided by the company.

Candidates must:

• Have high-speed, reliable internet service.

• Maintain a strong, stable phone connection.

• Work from a separate, private room free from distractions.

• Ensure a quiet environment suitable for professional telephone communication.

• Be available and actively working during scheduled hours of 8:00 AM – 5:00 PM EST.

• Adhere to all data security and privacy requirements associated with servicing a government client.

Education

• High school diploma or equivalent required.

• Additional education or equivalent experience will be considered.

Required Experience & Skills

• Proficiency using a PC in a Windows-based environment.

• Ability to navigate multiple applications simultaneously.

• Accurate and efficient keyboarding and data entry skills.

• Strong written and verbal communication skills.

• Ability to follow written and verbal instructions.

• Strong mathematical aptitude and calculator proficiency.

• Ability to meet daily, weekly, and monthly productivity and quality goals.

• Strong time management and organizational skills.

• Professional negotiation and problem-solving abilities.

Preferred Experience

• Previous customer service, sales, or call center experience.

• Experience working in a regulated or compliance-driven environment.

Compliance & Suitability Requirements

Due to the nature of this contract supporting a government client:

• Candidates must successfully complete required federal background investigations, including fingerprint-based criminal history checks.

• Candidates must meet federal suitability and eligibility requirements.

• Credit and civil background checks are required.

• Candidates must have no significant financial discrepancies that would impact eligibility under federal contract requirements.

• All required licensing must be obtained and maintained as applicable.

All personnel must comply with safeguarding, privacy, and data protection requirements associated with access to sensitive government information.